RETURNS & REFUND POLICY
The StratosFair refund & returns policy lasts for 30-days after your item has been confirmed as delivered by the shipping courier.
StratosFair grants full refunds on all items up to the 30th day the item has been delivered to you except on orders weighing over 10lbs in total. Full refunds include the cost of your item and the cost of the return shipping label. Full refunds do not include taxes or additional shipping costs incurred by the customer during delivery. After the 30th day from receiving your item, we will no longer be able to offer you a refund. StratosFair accepts returns and grants full refunds for products you receive that are damaged, defective, not as described, the delivery was never made, or the customer is dissatisfied with the item. The item must be in "like new" condition. If wear and tear from customer use are visible on the product we will not be able to issue you a full refund unless the wear and tear from the item was due to the item being defective.
Refund and Return Methods
A refund will be credited back to the customer’s method of payment after the item has been returned to StratosFair returns center. After the customer initiates a returns request, a returns label will be created and sent to your email from our support team. You will need to print off this returns label, attach it to the outside of the package, and take the package to the respective courier. The package must be shipped by the customer within 14 days of receiving the returns label for the return to be valid.
To initiate a returns request please navigate to our returns center page here or contact us at [email protected]
Order Cancellations
Cancellation of any orders have to be made before an item’s shipping and tracking information has been confirmed and sent to the customer. We cannot make exceptions for order cancellations on orders that have shipping and tracking information confirmed. If you wish to cancel your order after receiving your tracking information you will need to return the item to our returns center after receiving the item and our support team will refund your money back to you after we have received the returned item.
Order Cancellations Due To Shipping
All shipping times quoted on thestratosfair.com are estimates and cannot be guaranteed due to shipping being handled by 3rd party shipping couriers that are outside of thestratosfair.com’s control. Due to shipping being out of our control we cannot issue a refund to any customer while the package is in transit to its destination. A refund will only be granted once the item has been returned and received by our returns center. Please note all quoted shipping times are the average shipping time that we have experienced for past orders to specific locations. All quoted shipping times do not include fulfillment and processing time.
Goods Exempt from Refund, Returns, & Exchanges
Your item must be in "like new" condition. If wear and tear from customer use are visible on the product we will not be able to issue you a full refund unless the wear and tear from the item was due to the item being defective.
In addition, several types of goods are exempt from being returned. Perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), newspapers, magazines, “intimate” or sanitary goods, hazardous materials, flammable liquids, gases, gift cards, bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned), Items you have already assembled, and some health and personal care items (such as beauty products). However, if your item is damaged or defective, these exceptions do not apply.
There are certain situations where only partial refunds, discounts, or store credit are granted. This includes:
- Book with obvious signs of use.
- Clothing with signs of tears or manufacturer defaults.
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is attempted to be returned more than 30 days after delivery.
Late or missing refunds (if applicable)
Please give your refund 5-7 business days to post. If you haven’t received a refund after 5-7 business days, first contact your credit card company as your company may take additional time to post your refund.
If you’ve contacted your credit card company and are still unable to track down your refund, please contact us at [email protected] or through our contact form.
Missing or Not Delivered Items.
If your item has not been delivered to your address, or the shipping carrier company has not marked your package as delivered within 60 days then you will be issued a full refund if the proper shipping address was completely correct when input into the shipping details page. This includes your postal code, suite, or unit number. If the package has not been marked delivered by both the manufacturer and the shipping courier company, this will also qualify you for a full refund (your provided tracking number will show if it has been marked as "delivered" or not). StratosFair is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it to your respective shipping carrier at the information provided to you on our tracking page. If you have any further questions on how to do this please reach out to our customer support team at [email protected]
If the address was input Incorrectly, meaning there was a missing or wrong suite or unit number, then we cannot issue a refund as it is solely the customer's responsibility to provide a proper and accurate shipping address. If the package has been marked as "delivered" by both the manufacturer and the delivering courier company, then we also cannot issue a refund as this indicates that the customer has received the package and signed for it by the delivery courier. If the packages have been marked as "delivered" and the customer provided an inaccurate or wrong shipping address, then we cannot issue a refund as this becomes the customer's responsibility to retrieve the package from the 3rd party courier delivery company.
Exchanges
We do not issue exchanges. If you would like to exchange your item for a different item, you will need to return the original item and then purchase your desired product from the website.
Returns Over 10lbs In Weight
Stratosfair does not provide free return shipping labels for any return orders over 10lbs in weight. Most orders qualify for free return shipping but Stratosfair will not cover return shipping for bulk item purchases with a total weight of more than 10lbs.
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